Dear Friends


For the past one year we are discouraging Head of departments to treat their valid complaints as one-off cases. However, by looking at the ISO1002:2004 clause 8.2 specifies:

8.2 Analysis and evaluation of complaints
'All complaints should be classified and then analysed to identify systematic, recurring and single incident problems and trends, and to help eliminate the underlying causes of complaints'

Friend, can you please elaborate what is meant by 'single incident problems' and what are they?


Rgds

viraj

A single incident problem is just that - It happened once and as such is not a recurring problem. They are 'outliers'. How significant a 'single occurrence problem' is, and therefore how deeply it is investigated, depends upon what the specific problem is and it's potential effects. I could be of little consequence (a cosmetic blemish) and not worthy of investigation, or it could be life threatening (igniter not installed in an air bag) where an investigation would be expected, especially if it made it out into shipped product.

For the past one year we are discouraging Head of departments to treat their valid complaints as one-off cases.How exactly they handle an one-off case?
If people are not recording the cases, you run the risk of treating several similar cases as "one-offs".
And, as Marc said, even isolated complaints must be evaluated for criticality. Way too often people use the "one-off" card not to do much about a complaint.